Ombudsman probes monitoring and follow-up actions after closure of water accounts (with photo)
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The Ombudsman, Mr Jack Chan, today (July 21) announced the launch of a direct investigation operation to examine whether the Water Supplies Department (WSD) has adequate procedures to monitor and follow up on cases where no new consumers have taken up closed accounts.
Fresh water resources are scarce. However, a large volume of fresh water is lost for various reasons, including burst pipes or leakage caused by ageing water mains. It not only results in a waste of water but can also cause a suspension of water supplies, which can seriously impact people's daily lives. The Ombudsman has been highly concerned about issues related to water supplies. In the past, direct investigation operations into these issues were conducted time and again to prompt improvements from relevant departments, with a view to effectively safeguarding precious public resources and meeting the expectations of society.
In addition, the unauthorised use of water is another cause of water loss. As estimated by the WSD, over 20 million cubic metres of water, equivalent to the volume of more than 8 000 standard swimming pools, is lost annually due to unauthorised use in Hong Kong, resulting in a shortfall of over $90 million in water charges. Unauthorised use refers not only to general acts of unlawful taking of water (commonly known as water theft), but also to water consumption during periods when an account has no registered consumer.
The WSD supplies water to registered consumers and collects charges from each consumer periodically. Upon termination of a water account at the request of the former registered consumer, the WSD will issue a letter to the premises concerned inviting a new consumer to take up the account. If no application is received by the deadline, it will arrange for disconnection of the water supply. Before the disconnection takes effect and without a registered consumer, any taking of water at the premises may constitute an offence of unlawful taking of water under the Waterworks Ordinance and may be liable to prosecution.
Previously, the Office found during complaint investigations that the WSD lacked a mechanism to monitor water consumption after accounts were closed and not taken up, leading to late detection of and response to suspected unlawful taking of water. The Office noticed that although a monitoring mechanism has been introduced subsequently, there are still deficiencies in the WSD's handling of such cases, including delays, failure to take proactive steps to disconnect water supplies, and seldom initiating investigations or prosecutions from the perspective of the unlawful taking of water. In some cases, water consumption has continued to be recorded for years without a registered consumer, but the WSD did not disconnect the water supply or take enforcement action in a timely manner. This reflects that the current mechanism is ineffective in identifying and addressing irregularities, which is unsatisfactory.
Mr Chan said, "Prolonged water consumption under accounts without registered consumers not only causes a loss of public funds and wastes precious fresh water resources, but may also involve unlawful acts.The WSD should, therefore, take proactive follow-up and enforcement action. Yet, our initial findings suggest that many such cases might not have been properly addressed and handled by the WSD, revealing room for improvement in the existing monitoring and follow-up mechanism. In this light, I have decided to launch a direct investigation operation to examine in detail whether the WSD's relevant procedures and guidelines are appropriate and adequate. Through case analysis, we will review how these procedures are implemented in practice and whether the monitoring mechanism is effective. Where necessary, pertinent recommendations will be made for improvement. The Office has always attached great importance to the concerns and expectations of the public. Through direct investigation operations, the Office continues to urge government departments to enhance service quality and improve people's livelihood. Fresh water is a basic necessity of life, and its supply and management must be conducted properly. The Office will continue to closely monitor and, where necessary, delve into water-related issues to safeguard public resources and address the concerns of society."
The Ombudsman welcomes views from members of the public on this topic. Written submissions should reach the Office of The Ombudsman by August 21:
Address: 30/F, China Merchants Tower, Shun Tak Centre
168–200 Connaught Road Central, Hong Kong
Fax: 2882 8149
Email: di491@ombudsman.hk
Ends/Tuesday, July 21, 2026
Issued at HKT 17:45
Issued at HKT 17:45
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